SugarCRM

[Ben Scott]

On Nov 29, 2007 8:14 PM, Dan Coutu <coutu at snowy-owl.com> wrote:
> ... pay for salesforce.com ...

  The price tag is one problem.  A bigger problem is that they just
got their database stolen.  We crossed all online services off our
list after that.  In-house or nuttin'.

> CRM comes in many flavors,

  It used to mean one thing, before "CRM" became a hot buzzword and a
bunch of companies relabeled their products to try and cash in on the
buzz.  Farking marketing weenies.

> - Help desk CRM ....

  Used to just be called "help desk software".

> Service CRM where the primary users are service representatives. This
> is different from helpdesk in that service calls can be placed and
> tracked.

  Used to just be called "help desk software, that does scheduling".
(A service call is just an assigned trouble ticket with a time
attached, after all.)

> - E-commerce CRM focuses on tracking orderssoliciting follow-on orders
> from customers, and so forth.  Usually integrates with an e-commerce package.

  Used to be called... eh, I dunno.  Maybe that is a legit use of the
term.  Anyway, our ERP system does order entry, accounting, and
billing.  It has a CRM module, too, but to upgrade to it involves lots
of other stuff, which again brings up price.

> So the question to you is this: what do you expect to DO with a CRM package?

  CRM.  What SugarCRM does.  And SalesForce and SalesLogix and so on.

  (For those who don't know: CRM basically tracks customer contacts
and leads/opportunities, helping sales weenies organize and track
their selling.  "Call Alice at Acme about that sample we sent, call
Bob at Yoyodyne to see if they want to order more overthrusters, get
that quote to Charlie at Weyland-Yutani", that sort of thing.  And
reporting so the sales managers can supervise the sales weenies.  You
get the idea.)

-- Ben